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SAP CRM Certification Online Training
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About Course
The SAP CRM (Customer Relationship Management) course is designed to provide learners with comprehensive knowledge of managing customer relationships, sales, and marketing activities using SAP’s CRM solution. This training focuses on how businesses can strengthen customer engagement, streamline operations, and improve decision-making through SAP CRM tools.
SAP CRM is one of the key modules in the SAP Business Suite that helps organizations manage customer interactions across multiple channels such as sales, marketing, service, and e-commerce. The course covers both functional and technical aspects, enabling participants to implement and customize SAP CRM solutions effectively.
Key Learning Objectives:
- Understand the architecture and components of SAP CRM
- Configure CRM organizational management, business roles, and master data
- Manage sales processes, campaigns, and opportunity management
- Set up marketing functionalities, service management, and partner channel management
- Learn integration with SAP ERP and SAP BI
- Gain insights into SAP CRM Web UI and middleware
Who Should Enroll?
- SAP consultants and business analysts
- Sales and marketing professionals
- CRM functional and technical consultants
- IT professionals and SAP ERP users
- Beginners seeking a career in SAP CRM
Benefits of SAP CRM Training:
- Deep understanding of customer relationship management processes
- Hands-on skills in configuring and customizing SAP CRM
- Improved ability to design and manage customer-focused business solutions
- Strong career opportunities in SAP consulting and CRM roles
By the end of this course, participants will have the expertise to implement and manage SAP CRM solutions, helping organizations deliver superior customer experiences and achieve business growth.
SAP CRM Training Course Syllabus
Overview of SAP CRM Architecture
- Business Partner
- Business categories
- BP Roles & Grouping, BP Relationships
- Business partner Hierarchy
- Organizational Management
- Organizational Model, Org Determination
- Territory Management
- Territory Hierarchy Levels
- Product Master
- Attributes & Set Type, Hierarchies & Categories,
- Product types, Maintain Products
- Transactional Processing
- Business Transactions
- Item Category
- Activity Management
- Business Activities
- Partner Processing
- Partner Functions, Access Sequence, Determination Procedure
- Actions
- Action Profile, Conditions
- Pricing
- Condition Techniques and condition types
- Billing
- Billing Unit, Billing Type, Billing Document
- Easy Enhancement Work Bench
SAP CRM User Interface(Web UI)
- UI concepts and UI V’s SAP GUI
- Business roles
- Authorization roles
- Navigation bar profile
- Work center link group
- Direct links and logical links
- Enhancing the existing business roles
- Linking business role to org model
- Transaction launcher
Marketing
- Marketing Planner & Campaign Management
- Marketing Calendar
- Personalized Mail Forms
- Segment Builder
- Customer Segmentation, Attribute List, Info sets
- Product Proposals
- Campaign Automation
- External List Management
- Lead Management
- Lead Questionnaire
Sales
- Opportunity Management
- Copying Controls
- Sales Cycle, Tools – Buying Center & Sales Agent
- Quotation management
- Order Management
- Special functions in the quotation and order management
- Contract management
- Rebate management
Service
- Installed Base management
- Installed Categories
- IB Components
- Objects, Object Family
- Assign Object Family to IB Category
- Service agreements and service contracts
- Service plans, SLA Profiles and Response and Availability Times
- Service order management
- Complaints and Returns
- Warranty claims
Interaction Center(Web Client)
- Agent Function and Processing IC
- Agent Inbox
- IC Web Client Profile
- IC Web Clint Functions
- IC Manager Portal
- Communication Architecture
- Rule policies like ERMS and IDI (Intent-Driven Interaction)
- Launch Script
- Broad cast massage
- Alerts
Middleware
- Middleware overview
- Administration Console
- Business Objects
- Customizing Objects
- Condition Objects
- B Doc Modeler, B Doc Messages
- Replication & Realignment
- B Doc Types,
- Initial data load, Delta load & Synchronization
- Queue registration
- Error Handling and Monitoring
- INTEGRATION BETWEEN R/3 & CRM
SAP CRM Course Key Features
- Live Instructor based training with software
- Certification Oriented content
- Hands-on complete Realtime training
- Flexible schedule demo's & classes
- Live recorded videos access
- Study material provided
- JOB Assistance
Course completion certificate
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CHOOSE YOUR OWN COMFORTABLE LEARNING EXPERIENCE
Live Virtual Training
- Schedule your sessions at your comfortable with timings
- Instructor-Led training real time projects
- Certification Guidance
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Self-Paced Learning
- Complete set of live-online training session recorded videos.
- Learn technology at your own pace.
- Get access for lifetime.
Corporate Training
- Learn as a full day schedule with discussions, exercises.
- Practical use cases.
- Design your own syllabus based
FOR BUSINESS
SAP CRM Online Training FAQ'S
What is SAP CRM, and why do companies use it?
SAP CRM (Customer Relationship Management) is a module in the SAP Business Suite that helps organizations manage customer interactions across sales, marketing, service, and e-commerce. Companies use SAP CRM to improve customer satisfaction, enhance sales productivity, streamline marketing campaigns, and deliver better service management.
What are the main components of SAP CRM?
- Sales – Opportunity management, quotations, orders
- Service – Service requests, complaints, contracts
- Marketing – Campaigns, lead management, segmentation
- Interaction Center (IC) – Call center and customer support
- Partner Channel Management (PCM) – Partner collaboration
- Web Channel (E-commerce) – Online sales and self-service
What is the role of CRM Middleware?
CRM Middleware enables data exchange between SAP CRM and SAP ERP/ECC. It synchronizes master data (customers, products, pricing) and transactional data (orders, quotations, service requests) to ensure consistency across systems.
What is the One Order Framework in SAP CRM?
The One Order Framework is a unified data model used in SAP CRM for different business transactions like sales orders, activities, leads, opportunities, and service requests. It provides consistency, simplifies integration, and reduces redundancy compared to traditional document structures.
How is SAP CRM different from SAP SD?
- SAP SD (Sales & Distribution): Focuses mainly on order-to-cash within ERP.
- SAP CRM: Broader in scope, covering sales, marketing, service, and customer engagement across multiple interaction channels.
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